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Major Incident Manager – Customer Experience – Problem Manager – Major Incident Manager

I am currently partnered with a legal firm that is looking for a Major Incident Manager.

The role oversees Incident and Problem Management processes, directly managing all major incidents in collaboration with London-based technical leads. It focuses on enhancing service reliability and employee productivity by identifying and implementing improvements through Experience Level Management.

Additionally, the role provides clear guidance to the Incident and Problem Management teams in Bangalore and ensures seamless integration with Request, Change, and Release Management processes.

The role holder must maintain a strong working knowledge of these processes to cover the full suite of core processes when needed. The Major Incident and Experience Manager will be required to provide out-of-hours, on-call Major Incident Management as part of a rota.

For this role, you must have prior experience in Major Incident Management in a similar environment and be seeking greater autonomy and variety in your work.

Key Skills / Experience

Proven experience managing major system failures with strong diagnostic skills.
Proficient in analyzing technical information to resolve incidents swiftly.
Deep knowledge of Incident, Problem, and Change Management.
Effective handling of complex IT issues.
Skilled in risk management and post-incident reviews.
Experience with continuous improvement for system stability.
Proficient in PowerBI, ServiceNow, and MS Products for reporting.
Familiarity with cloud services and incident management.
ITIL v3/4 foundation level certified, Experience Level Management certification preferred.
Experience supporting a large user base (~8,000 users).
The salary is up to £80,000 + Benefits + Bonus. This client offers hybrid working and expects you to be in 50% of the time.
For more information, please apply below.

** No sponsorship on offer, you must have full eligibility to work in the UK **

Major Incident Manager – Customer Experience – Problem Manager – Major Incident Manager

** No sponsorship on offer, you must have full eligibility to work in the UK